Reports To:

Service Manager

Job Goal:

The Service Technician provides service and customer support during customer visits or dispatches. He
or she installs, repairs, and maintains pipes for carrying water, sewage, gas, and other liquids to or from
residential and commercial facilities. They also manage all on site installation, repair, maintenance, and
test tasks associated with plumbing systems, fixtures, and appliances. Service Technicians are the face of Bob Means Plumbing within the community.

Essential Duties and Responsibilities:

• Represent Bob Means Plumbing in a professional manner.
• Coordinate with the office administrator on daily service activities.
• Troubleshoot and resolve customer issues.
• Provide accurate estimates for work needed, and work within the provided estimate.
• Installation or conversion of fixtures and appliances including, but not limited to;
  • Gas or electric water heaters (standard tank or tankless)
  • Hydronic heat components
  • Tubs and showers
  • Sinks and faucets
  • Toilets
  • Appliances (stove, dishwasher, refrigerator, washer/dryer, etc.)
• Accurately report material and time for assigned service activities.
• Order materials and supplies within parameters set by our material management policies.
• Receive, inspect, and verify all deliveries.
• Assume overall responsibility for maintaining a clean, safe project site.
• Communicate with customers; Answer their questions and ensure expectations.
• Strive for zero call-back project completion.

Character Traits:

• Communicate effectively with customers, managers, and colleagues.
• Attention to detail ensuring that all projects meet quality standards.
• Outstanding problem solving and critical thinking abilities.
• Autonomous/Independent; can work with little direction.
• Excellent organization and time-management skills.
• Flexible/Adaptable; able to shift direction quickly.
• Enjoys working with customers.

Education/Experience

• Proven experience in residential and commercial service plumbing.
• Understanding of construction procedures and material management.
• Familiarity with quality, health, and safety standards.
• Familiar with the Google Business suite of applications.

Reports To:

Residential Construction Manager

Job Goal:

The Construction Technician works on all stages of home builds; underslab, rough-in,
and finish. He or she installs pipes for carrying water, sewage, and gas to or from
residential facilities and is responsible for the installation and testing of plumbing
fixtures and appliances.

Essential Duties and Responsibilities:

• Represent Bob Means Plumbing in a professional manner.
• Coordinate with the Construction Manager on daily responsibilities and expectations.
• Read and interpret blueprints to plan plumbing installation and layouts.
• Installation of sewage, water, and gas lines to meet all fixture or appliance needs in the home
• Installation of fixtures and appliances including, but not limited to;
  • Gas or electric water heaters (standard tank or tankless)
  • Showers and tubs
  • Sinks and faucets
  • Toilets
  • Appliances (stove, dishwasher, refrigerator, washer/dryer, etc.)
• Accurately report material and time to the Construction Manager.
• Receive, inspect, and verify all deliveries to the job site.
• Consult with the Construction Manager on plan revisions and change orders.
• Maintain a clean, safe project site.
• Strive for no-defect project completion.

Character Traits:

• Communicate effectively with customers, managers, and colleagues.
• Attention to detail ensuring that all projects meet quality standards.
• Outstanding problem solving and critical thinking abilities.
• Autonomous/Independent; can work with little direction.
• Excellent organization and time-management skills.
• Flexible/Adaptable; able to shift direction quickly.

Education/Experience

• Proven experience in residential and commercial service plumbing.
• Hand and power tool knowledge/experience.
• Understanding of construction procedures and material management.
• Familiarity with quality, health, and safety standards.
• Familiar with the Google Business suite of applications.

Reports To:

Service Manager

Job Goal:

The “CSR” will act as a customer service representative and a dispatcher. Their goal will be to provide outstanding customer service both in person and over the phone. They will strive to retain existing customers and develop new business by extending professional and efficient service. They will receive calls, monitor technicians, keep records, address problems and dispatch appropriate technicians to jobs.

Essential Duties and Responsibilities:

• Open and close the office Monday-Friday.
• Coordinate with all Service Technicians on daily service activities.
• Answer phone calls from customers and book jobs.
• Maintain accurate records and document all customer service activities and discussions.
• Document and update customer records in the company’s computer system based on interactions.
• Maintain the service schedule to maximize efficient use of resources.
• Communicate with customers daily with scheduling and dispatching timelines.
• Handle customer inquiries over the phone, through email, and by in person encounters.
• Develop and maintain a knowledge base of the evolving products and services.
• Collaborate with Service Technicians, coworkers, and company leaders to maintain and build effective customer service procedures, policies, and standards.
• Follow up with customers by phone and email after service calls and collect feedback.
• Prepare reports and correspondence as needed.
• Meet outlined Key Performance Indicators relevant to job duties.
• Complete general administrative tasks as assigned.
• Perform other relevant duties as assigned by management.

Required Skills:

• Excellent verbal and written communication skills and a friendly demeanor.
• Acute attention to detail.
• Ability to prioritize and multitask.
• Effective problem solving and critical thinking abilities.
• Ability to work independently and as part of a team.
• Versatility, flexibility, and a willingness to work within constantly changing priorities.
• Excellent organization and time-management skills.
• Must possess intermediate proficiency with MS Office or Google Business and have the ability to learn other computer software programs as required by assigned tasks.

Education/Experience:

• High School degree or equivalent required.
• Previous experience in customer service, sales, or other related fields required.
• Familiarity with construction/project management software is preferred.
• Plumbing or subcontract experience a plus.

Work Environment:

• Functions primarily in an office environment.
• Work requires the ability to sit and stand throughout the day.
• Position requires the use of fingers, hands, and arms on a consistent basis for computer and phone work.
• Position requires the ability to talk and hear.
• The CSR must occasionally lift up to 25 pounds.
• Medical insurance available on first day.
• Dental insurance available on first day.
• Vision insurance available on first day.
• Simple IRA with 3% match.
• Company paid life insurance and short-term disability.
• Paid time off.
• Quarterly bonus program.

Benefits:

• Medical insurance available on first day.
• Dental insurance available on first day.
• Vision insurance available on first day.
• Simple IRA with 3% match.
• Company paid life insurance and short-term disability.
• Paid time off.
• Quarterly bonus program.

A resume is REQUIRED to apply for this job. Applications without a resume attached will be ignored.